--- title: What Are Support vs. Consulting Requests for SAP Cloud Solutions? description: Ever wonder why SAP refers you to the Professional Services team or to a third-party partner? Learn the difference between support and consulting requests. image: https://www.altaflux.com/hubfs/HS%20Blog%20Featured%20Image%20-%20Support%20vs%20Consulting%20.jpg --- [![AltaFlux Logo](https://www.altaflux.com/hs-fs/hubfs/AltaFlux%20Logo_Blue.jpg?width=183&height=50&name=AltaFlux%20Logo_Blue.jpg "AltaFlux Logo")](https://www.altaflux.com) - [Home](https://www.altaflux.com/) - Services - Resources - Company - [Schedule a Call](https://www.altaflux.com/contact) # **What Are Support vs. Consulting Requests for SAP Cloud Solutions?** By [AltaFlux Corporation](https://www.altaflux.com/blog/author/altaflux-corporation), Mar, 31 2020, in [SAP SuccessFactors](https://www.altaflux.com/blog/topic/sap-successfactors), [Support](https://www.altaflux.com/blog/topic/support) In this blog, we'll discuss the what is considered a support vs. a consulting request according to SAP (*reference: [KBA 2706322](https://launchpad.support.sap.com/#/notes/2706322)*). #### **What is considered an SAP Support Request?** SAP Support agrees to handle problem incidents in accordance with Cloud maintenance agreements in the following scenarios: 1. 1. 1. If there is an error in the software or SAP provided Best Practice configuration or with expert configuration done by SAP as requested by the customer; 2. An error in the software causes subsequent errors or SAP provided Best Practice configuration causes subsequent errors; 3. Standard product functions have incorrect or missing documentation. #### **What is considered a Consulting Request (requires Professional Services)?** The following cases are classified as consulting requests and should not be raised via a Support incident. This includes inquiries concerning: 1. Advice or assistance relating to configuration, business process analysis, or implementation specific to the customer’s unique environment or already documented in Product Guides 2. 'How-To' questions seeking assistance with documented features 3. Assistance with customization of the core product, core functionality and/or problems or errors caused by customization that has been implemented or completed by customers or partners. For help with configuration, how-to, and implementation issues, please visit the appropriate self-service resources as follows: [2546780](https://launchpad.support.sap.com/#/notes/2546780)  Get Help & Assistance for 'SAP Marketing' and 'SAP Marketing Cloud' [2116056](https://launchpad.support.sap.com/#/notes/2116056)  SuccessFactors Partner Support - Resources & Tools [2155240](https://launchpad.support.sap.com/#/notes/2155240)  Assessing Incident Priority – SuccessFactors [2287393](https://launchpad.support.sap.com/#/notes/2287393)  SAP SuccessFactors - information on support processes and case handling guidelines [2287597](https://launchpad.support.sap.com/#/notes/2287597)  Bizx - Patch and major release information [2090228](https://launchpad.support.sap.com/#/notes/2090228)  How to submit enhancement requests for SAP SuccessFactors products [2569847](https://launchpad.support.sap.com/#/notes/2569847)  How to find your User Assistance for SAP Analytics Cloud (SAC) [2487011](https://launchpad.support.sap.com/#/notes/2487011)  What information do I need to provide when opening incidents with SAP Analytics Cloud? [2563519](https://launchpad.support.sap.com/#/notes/2563519)  S/4 Hana Public Cloud - How to create the perfect inciden [2492603](https://launchpad.support.sap.com/#/notes/2492603)  How to use Guided Answers [2570790](https://launchpad.support.sap.com/#/notes/2570790)  Expert Chat Frequently Asked Questions - SAP Product Support [2482688](https://launchpad.support.sap.com/#/notes/2482688)  \*\*\* MASTER KBA \*\*\* Schedule an Expert [2171560](https://launchpad.support.sap.com/#/notes/2171560)  How to be notified of new or updated SAP Notes or KBAs in the ONE Support Launchpad [0067739](https://launchpad.support.sap.com/#/notes/67739)  Priority of problem incidents Alternately, you may engage your SAP Account Executive or Customer Engagement Executive about Professional Services options, or about engaging an SAP Authorized Partner like AltaFlux to assist. Should you have a consulting request, we'd be happy to discuss your needs. Please **[contact us](https://www.altaflux.com/contact)** to schedule a time to chat with one of our experts. 0 [![SAP SuccessFactors Support](https://no-cache.hubspot.com/cta/default/464827/5b89b625-8ead-461c-8b2a-dac76d81b78b.png)](https://cta-redirect.hubspot.com/cta/redirect/464827/5b89b625-8ead-461c-8b2a-dac76d81b78b) [Previous 2020 SAP SuccessFactors Release Schedule ![2020 SAP SuccessFactors Release Schedule](https://www.altaflux.com/hs-fs/hubfs/Stock%20images/Workplace%20with%20tablet%20pc%20showing%20calendar%20and%20a%20cup%20of%20coffee%20on%20a%20wooden%20work%20table%20close-up.jpeg?width=150&name=Workplace%20with%20tablet%20pc%20showing%20calendar%20and%20a%20cup%20of%20coffee%20on%20a%20wooden%20work%20table%20close-up.jpeg)](https://www.altaflux.com/blog/2020-sap-successfactors-release-schedule) [Next SuccessFactors LMS: What You Need to Know About the New Universal Admin UI ![SuccessFactors LMS: What You Need to Know About the New Universal Admin UI](https://www.altaflux.com/hs-fs/hubfs/stock-images/SuccessFactors%20Product%20Update%20IRR.jpeg?width=150&name=SuccessFactors%20Product%20Update%20IRR.jpeg)](https://www.altaflux.com/blog/successfactors-lms-what-you-need-to-know-about-the-new-universal-admin-ui) ###### **Solutions** [Process Automation](https://www.altaflux.com/hr-transformation/process-transformation) [Connect Applications](https://www.altaflux.com/cloud-consulting/dell-boomi/integrations) [Migrate Applications](https://www.altaflux.com/cloud-consulting/dell-boomi/data-migrations) [Provide Project Governance](https://www.altaflux.com/hr-transformation/implementation-roadmap)   ###### **Our Expertise** [SAP SuccessFactors Implementations](https://www.altaflux.com/services/successfactors-consulting) [SAP SuccessFactors Support](https://www.altaflux.com/successfactors-support) [Dell Boomi Integrations](https://www.altaflux.com/cloud-consulting/dell-boomi/integrations) [Dell Boomi Master Data Management](https://www.altaflux.com/services/successfactors-integration-data-migration) ###### **Quick Links** [Request a Demo](https://marketing.altaflux.com/successfactors-demo-request) [Request Support](http://support.altaflux.com/support/login) [Contact Us](https://www.altaflux.com/contact) ###### **About AltaFlux** AltaFlux Corporation is an enterprise cloud technology consulting services firm. We help clients to automate, transform, and optimize their business processes. We have expertise in leading Enterprise Cloud Platforms, such as SAP SuccessFactors, Dell Boomi, Microsoft PowerBI, WorkForce Software, and Benefitfocus. [Learn more about AltaFlux (+)](https://www.altaflux.com/about) ###### **Contact Us** Troy | Charlotte |  Chennai + 1 248-850-2298 infoaltaflux.com ### We're Social [Privacy Policy](https://www.altaflux.com/footer/privacy-policy/)   |   [Terms of Use](https://www.altaflux.com/footer/terms-of-use)   |    [Immigration Notices](https://www.altaflux.com/footer/immigration)  © Copyright 2015-2025 AltaFlux Corporation. Featured logos are trademarks of their respective owners. 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